how can i get details from incident to a change request

[thoemu_s]

 Context / Use Case

I am working with the standard “Create Change Request” functionality from Incident in ServiceNow (OOTB).

When a user clicks "Create Change Request" on an Incident:

1. A modal appears to select the Change type (e.g., Normal, Emergency, etc.)
2. After clicking Continue, the Change form opens (not yet saved)
3. Some fields are already pre-populated from the Incident, for example:
   • short_description is copied from the Incident

---

Data Model / Field Mapping

On Incident (incident table)

• Field: u_sap_cost_center

• Type: Reference

• Reference table: u_costcenter

•  

• Field: rfc

• Type: Reference

• Reference table: change_request

• Used to link the Incident to the created Change

---

On Change (change_request table)

• Field: u_cost_center_ref

• Type: Reference

• Reference table: u_costcenter

• Related List:

  • "Incidents Fixed by Change"
  • This is based on incident.rfc → change_request

---

Technical Behavior Observed

• The UI Action "Create Change Request" (on incident) does not directly create the Change

• It only sets a session property: gs.getSession().putProperty('change_link', target);

• The actual Change creation and field pre-population happens later (likely via:

  • Workspace interceptor
  • Script Include
  • or internal OOTB logic)

• Evidence:

  • The Change form opens before insert
  • Fields like short_description are already populated
  • So the logic runs during record initialization, not after insert

---

Requirement

I want to achieve the following:

• When a Change is created from an Incident

• The field:

  incident.u_sap_cost_center

  should be mapped to:

  change_request.u_cost_center_ref

• Important:
  The value should already be visible in the Change form before the record is saved (same behavior as short_description)

---

Question

Where is the correct place to extend this mapping?

Specifically:

• Where is the OOTB logic that pre-populates fields like short_description during Change creation from Incident?
• Is this handled via:
  • Script Include?
  • Workspace interceptor?
  • Default value logic?
  • Something related to the change_link session property?

And what would be the recommended way to extend this mapping cleanly (without breaking OOTB behavior)?

Alternatively, it would also be acceptable if the value of the Cost Center field from the incident is inserted and saved in the change immediately after saving.

But my priority is to have the value transferred directly.

[Its_Azar]

Hi there @thoemu_s 

The OOTB field population is handled during Change record initialization rather than by the UI Action itself. I'd recommend checking the Change form initialization logic, like Script Includes, record producers, or any OOTB utilities related to the change_link session property.

For your requirement, a good approach would be to extend the same initialization logic and map incident.u_sap_cost_center to change_request.u_cost_center_ref so the value is visible before the Change is saved. If that's not feasible, a fallback option is a Business Rule or Flow that copies the value after the Change is created and linked back to the Incident.

[Tanushree Maiti]

Hi @thoemu_s 

Refer this KB: KB2212021 SOW: How 'Short Description' and 'Description' Fields Are Auto-Populated When Creating Cha... 

Resolution

This is getting added via url. 

These parameters are passed in the below

/sys_declarative_action_payload_definition.do?sys_id=ba77e18f23b17010785ddc1756bf65ea&sysparm_view=

It getting set from the the "Client State Parameters" on variant - Create Change Request Page SNC

1) From Ui builder open Service Operations Workspace

2) Open variant "Change Request Page SNC"

https://instance.service-now.com/now/builder/ui/page-settings/experience/aa881cad73c4301045216238edf... 

2) See the "Client State Parameters" as shown in the screenshot. The short_description, Description of the task is getting set from taskFields.

**See the attached screen Recording for the steps